Consumer Engagement Consultant

**_Consumer Engagement Consultant_**:
**Your Job**:
You’re not the person who will settle for just any role. Neither are we. Because we’re out to create Better Care for a Better World, and that takes a certain kind of person and teams who care about making a difference. Here, you’ll bring your professional expertise, talent, and drive to building and managing our portfolio of iconic, ground-breaking brands. In your Marketing role, you’ll help us deliver better care for billions of people around the world. **It starts with YOU.**

Right now, we have a fantastic opportunity for a **Consumer Engagement Consultant** to join our Consumer, Category and Insights team with the mandate to provide our consumers with an extraordinary customer experience. Reporting into our Head of Insights and Consumer Engagement, you will be a key member of our organization where you will manage our Consumer Engagement vendor with the aim of providing superb levels of customer service and delighting our end consumers.

**About Us**:
Huggies®. Kleenex®. Cottonelle®. Scott®. Kotex®. Poise®. Depend®. Kimberly-Clark Professional®. You already know our legendary brands—and so does the rest of the world. In fact, millions of people use Kimberly-Clark products every day. We know these amazing Kimberly-Clark products wouldn’t exist without talented professionals, like you.

At Kimberly-Clark, you’ll be part of the best team committed to driving innovation, growth, and impact. We’re founded on 151 years of market leadership, and we’re always looking for new and better ways to perform - so there’s your open door of opportunity. It’s all here for you at Kimberly-Clark.

**Led by Purpose. Driven by You.**

**About You**:
You’re driven to perform at the highest level possible, and you appreciate a performance culture fueled by authentic caring. You want to be part of a company actively dedicated to sustainability, inclusion, wellbeing, and career development.

You’re also a university graduate with a degree in Marketing, or a related area, and have at least 4 years of continuous work experience. You love what you do, especially when the work you do makes a difference. At Kimberly-Clark, we’re constantly exploring new ideas on how, when, and where we can best achieve results.

When you join our team, you’ll experience Flex That Works: flexible (hybrid) work arrangements that empower you to have purposeful time in the office and partner with your leader to make flexibility work for both you and the business.

In one of our professional roles, you’ll focus on winning with consumers and the market, while putting safety, mutual respect, and human dignity at the center.

**Job Requirements**
- Lead and utilize the new Salesforce Management system for recording consumer complaints.
- Facilitate the day-to-day direct management of an outsourced Consumer Engagement vendor.
- Monitor vendor performance and ensure that Service Level Agreements (SLA) are met, providing leadership and responsibility to address any failed SLAs.
- Continuously look for opportunities for process improvements and makes recommendations to senior management. Design and deliver best practices that supports outstanding consumer engagement.
- Support leadership on crisis management, including managing surge within contact center to address fluctuating volume.
- Responsible for management of information from the brands to the Consumer Engagement Agents at the vendor.
- Collaborate and consult with regional Quality and DTS on overall systems processes and ongoing optimization to improve efficiency and effectiveness.

**Total Benefits**

Here are just a few of the benefits you’ll enjoy working in this role for Kimberly-Clark:

- Competitive salary and incentives: We offer a competitive salary and a range of incentives, including bonus opportunities, and flexible work options.
- Fantastic range of benefits: Our benefits package is second to none, with everything from health & life insurance, dental & vision care, employee assistance program, paid time off, well-being activities, and more.
- A culture of caring: We believe that a happy and healthy workforce is a productive workforce, so we offer a variety of programs and resources to support our employees' well-being.

We believe that our employees are our greatest asset, and we're committed to providing them with the resources they need to be successful. If you're looking for a rewarding career with a company that cares about its employees, then Kimberly-Clark is the place for you.

**To Be Considered**

In the meantime, check out our careers website to learn more about our company and the position. You'll want to be prepared with relevant questions when you move on to the interview stage.

**_ And finally, the fine print _**:

- For Kimberly-Clark to grow and prosper, we must be an inclusive organization that applies the diverse experiences and passions of its team members to brands that make lif